Help desk Representative

About the role

Provide first-level technical support and troubleshooting assistance related to Caesar Vision POS products, associated peripherals, and third-party delivery service platforms used by corporate and franchisee stores globally. This role is responsible for logging and responding to support requests, identifying and diagnosing issues, resolving routine problems, and escalating more complex incidents when appropriate. The position serves as part of a team that provides support to stores, franchisees, and delivery service partners.

Responsibilities

• Respond to client inquiries and technical support requests related to software, hardware, and delivery service platforms
• Gather information, analyze issues, and apply troubleshooting methodologies to identify and resolve problems when possible
• Escalate unresolved or complex issues to appropriate support resources
• Provide application and system support to end users
• Follow up with customers to confirm issue resolution and satisfaction
• Deliver support via phone, email, and other approved communication channels
• Provide instruction and support regarding Caesar Vision peripherals and delivery service-related products
• Document support requests and resolutions within the ServiceNow call tracking system
• Identify and report issue trends to leadership
• Support operational schedules that may include evenings, weekends, holidays, or 24x7 support coverage for international locations

Role expectations & competencies

• Customer-focused approach with a commitment to delivering high-quality support experiences
• Ability to communicate technical information clearly to non-technical users
• Strong listening, questioning, and follow-up skills
• Ability to remain professional when assisting frustrated or difficult customers
• Effective collaboration with teammates, store personnel, franchisees, and business partners
• Strong organizational skills with the ability to prioritize multiple competing tasks
• Adaptability and responsiveness in a fast-paced support environment
• Sound judgment regarding issue escalation and resolution ownership

Required qualifications

• High school diploma, GED, or equivalent
• Minimum one (1) year of experience in customer service, technical support, help desk support, call center operations, or a related customer-facing environment
• Ability to work assigned schedules that may include evenings, weekends, holidays, or other business-required shifts

Preferred qualifications

• Knowledge of or experience using call center software and contact center technologies
• Experience using ServiceNow or a similar incident management platform
• Experience supporting point-of-sale (POS) systems
• Experience supporting restaurant, retail, franchise, hospitality, or delivery service operations
• Experience providing technical support in a high-volume support environment

Working conditions

This position may require evening, overnight, weekend, or holiday coverage to support domestic and international operations. Work is typically performed in an office or remote support environment and involves prolonged use of computers, telephones, and related technologies. This position may require participation in rotating support schedules.